THE INFLUENCE OF SKILLS, COMMUNICATION, AND SUPPORTING EQUIPMENT OF CONSERVATIVE DENTISTRY SPECIALISTS (DRG. SP.KG) ON WAITING TIME AND ITS IMPLICATIONS FOR PATIENT SATISFACTION (A SURVEY AT KAJEN DISTRICT HOSPITAL, PEKALONGAN)
Published:
2026-03-21Downloads
Abstract
This study aims to analyze the effects of dentists’ skills, communication, and supporting equipment on waiting time and their implications for patient satisfaction at Kajen Regional General Hospital (RSUD Kajen) in Pekalongan. The research was motivated by long waiting times and limited facilities. A quantitative associative approach was used, with data collected through questionnaires from 286 patients receiving conservative dental care. Data analysis included validity, reliability, multiple regression, and Sobel tests to examine both direct and indirect relationships among variables. The results showed that skills, communication, and supporting equipment significantly influenced waiting time and patient satisfaction, both directly and indirectly. Waiting time was found to mediate these effects. Communication was identified as the most dominant factor affecting patient satisfaction, while supporting equipment played a key role in speeding up treatment and reducing waiting time. Improving dental service efficiency at RSUD Kajen can be achieved by enhancing dentists’ skills and communication, and optimizing modern supporting equipment. These efforts are expected to increase patient satisfaction and support continuous improvement in hospital service quality.
Keywords:
skills communication supporting equipment waiting time patient satisfaction.References
Agustin, D., Utami, S. S., Kushariyadi, K., Suprayitno, D., & Dwiwijaya, K. A. (2024). Pengantar manajemen: Teori komprehensif pada era revolusi industri 4.0. PT Sonpedia Publishing Indonesia.
Al-Hassan, R., Ibrahim, H., & Zainal, H. (2023). Impact of waiting time on patient satisfaction in outpatient pharmacy services: A systematic review. Journal of Pharmaceutical Health Services Research, 14(1), 45–56. https://doi.org/10.1111/jphs.12345
Anastasia, R., Ruruk, N., Jaya, A., Halik, J. B., & Londong, J. P. (2023). Pengaruh relationship marketing dan loyalitas pelanggan terhadap keputusan pembelian konsumen Mixue Makassar. Yos Soedarso Economic Journal (YEJ), 5(2), 56–70.
Anelia, N., & Modjo, R. (2023). Kepuasan pasien jaminan kesehatan nasional terhadap kualitas pelayanan kesehatan di rumah sakit: Literature review. Prepotif: Jurnal Kesehatan Masyarakat, 7(1), 1172–1180. https://doi.org/10.31004/prepotif.v7i1.13805
Annisa, A., Kadarisman, S., Asnar, E. S. M., Yuliati, F., & Paramarta, V. (2025). Pengaruh kompetensi, disiplin dan komunikasi perawat terhadap tingkat kepuasan pasien di Puskesmas Salem Kabupaten Brebes Provinsi Jawa Tengah. PESHUM: Jurnal Pendidikan, Sosial dan Humaniora, 5(1), 1–12.
Antonides, G. (2000). Customer perceptions of waiting time: A review of the literature. International Journal of Service Industry Management, 11(5), 450–464. https://doi.org/10.1108/09564230010355564
Aribowo, K., Purwanda, E., & Rahmi, A. S. (2024). Hubungan kualitas pelayanan terhadap kepuasan dan loyalitas pasien di rumah sakit. Jurnal Akuntansi, Manajemen dan Ilmu Ekonomi (JASMIEN), 5(1), 58–70.
Arya, D., Apriani, A., & Desvitasari, H. (2023). Hubungan respon time dengan kepuasan pasien di IGD Rumah Sakit Bhayangkara. Jurnal Ilmiah Multi.
Aryanti, A., Kusmana, A., & Suharja, E. (2024). Hubungan tingkat pendidikan dan pengalaman kerja dengan kompetensi terapis gigi dan mulut di Puskesmas Kota Cirebon. Jurnal Ilmiah Keperawatan Gigi, 5(2), 27–33. https://doi.org/10.37160/jikg.v5i2.546
Azwar, S. (2016). Reliabilitas dan validitas. Pustaka Pelajar.
Barnlund, D. C. (2008). A transactional model of communication. In Communication Theory, 37(1), 45–61.
Becker, G. S. (1993). Human capital: A theoretical and empirical analysis, with special reference to education. University of Chicago Press.
Capriati, Z. F. (2023). Pengaruh keragaman produk dan harga terhadap kepuasan pelanggan serta dampaknya terhadap loyalitas pelanggan minimarket di koperasi Visiana Bakti TVRI Jakarta. Scientific Journal of Reflection: Economic, Accounting, Management and Business, 6(1), 170–177. https://doi.org/10.37481/sjr.v6i1.631
Chaerunnisa. (2024). Hubungan kualitas pelayanan dan kepuasan pasien dengan loyalitas pasien layanan unggulan di RS Dr. Tadjuddin Chalid Makassar tahun 2024. Journal of Innovation Research and Knowledge (JIRK), 4(7).
Chen, L., Huang, H., & Liu, Y. (2019). Implementation of automation systems in hospital pharmacies and their impact on medication dispensing time. International Journal of Medical Informatics, 128, 36–42. https://doi.org/10.1016/j.ijmedinf.2019.04.006
Christiani, A. M., Swarjana, I. K., Wahyuningsih, L. G. N. S., & Sriasih, N. K. (2023). Determinan kepuasan pasien di rumah sakit pemerintah dan rumah sakit swasta: Literature review. Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal, 14(2), 547–560. https://doi.org/10.32583/pskm.v14i2.1772
Damanik, L. S. (2024). Kewenangan dokter gigi umum atas tindakan medis berdasarkan Undang-Undang Nomor 17 Tahun 2023 tentang kesehatan. Jurnal Kesehatan Tambusi, 5(1).
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
Dewi, N., Ariffien, A., & Dwi Sparingga, E. (2023). Model logistic service quality terhadap kepuasan pelanggan dan loyalitas pelanggan dengan menggunakan metode structural equation modelling pada Kantor POS Kotabumi. Jurnal Informasi dan Teknologi, 5(4), 204–209. https://doi.org/10.60083/jidt.v5i4.440
Fahmi, A., & Anwar, B. (2024). Komunikasi medis yang efektif untuk meningkatkan kepuasan pasien. Jurnal Kesehatan, 10(2), 123–130.
Ghozali, I. (2018). Aplikasi analisis multivariete dengan program IBM SPSS 23 (Edisi 8). Badan Penerbit Universitas Diponegoro.
Haryanto, R., & Rahayu, D. (2023). Peran alat endomotor dalam meningkatkan efisiensi dan keberhasilan perawatan saluran akar. Jurnal Perawatan Gigi, 27(1), 43–48.
Hayat. (2021). Manajemen pelayanan publik. PT Raja Grafindo Persada.
Kementerian Kesehatan Republik Indonesia. (2018). Survei kesehatan gigi dan mulut di Indonesia. Kementerian Kesehatan RI.
Kementerian Kesehatan Republik Indonesia. (2024). Laporan kesehatan gigi dan mulut nasional. Kementerian Kesehatan RI.
Kosasih, K. (2024). Analisis Loyalitas Pasien dan Kepuasan Pasien: Pendekatan Kajian Literatur dengan Kualitas Pelayanan Rumah Sakit sebagai Variabel Intervening. Jurnal Penelitian Inovatif, 4(4), 2047–2058. https://doi.org/10.54082/jupin.834
Kosasih, K., & Paramarta, V. (2021). Peningkatan Kualitas Pelayanan Kesehatan dan Pengaruhnya Terhadap Peningkatan Kepuasan Pasien di Puskesmas. Jurnal Soshum Insentif, 3(1), 1–10. https://doi.org/10.36787/jsi.v3i1.223
Paramarta, V., Kosasih, K., & Yuliaty, F. Pradita, V. A., (2025). Peningkatan Kepuasan Pasien melalui Kualitas Pelayanan dan Loyalitas Pasien di Rumah Sakit: Systematic Literature Review. Jurnal Ners, 9(4), 6870–6877. http://journal.universitaspahlawan.ac.id/index.php/ners
Paramarta, V., Kosasih, K., Andrian, H., & Yuliaty, F. (2025). Strategi Peningkatan Mutu Pelayanan Kesehatan dan Kinerja Petugas Kesehatan yang Berdampak pada Kepuasan Pasien di Layanan Kesehatan: Systematic Literature Review. Jurnal Ners, 9(3), http://journal.universitaspahlawan.ac.id/index.php/ners 5457–5464.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Robbins, S. P., & Coulter, M. (2024). Management: Leading & collaborating in a competitive world. Pearson Education.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.
Terry, G. R. (2023). Principles of management: Essential concepts for organizational success. HarperCollins.
Wang, X., Li, J., & Zhang, T. (2021). The role of digital notification systems in improving outpatient waiting times and satisfaction. Health Informatics Journal, 27(3), 1460–1473. https://doi.org/10.1177/14604582211001337
License
Copyright (c) 2026 Jeanny Kathleen Hartini, Kosasih, Etty Sofia, Taufan Nugroho, Vip Paramarta, Farida Yuliaty
This work is licensed under a Creative Commons Attribution 4.0 International License.
